BPO Operations Team Leader (On-site)

About the role

We are looking for a dynamic Operations Team Leader to manage and support a frontline team within a high‑impact retail BPO account. The role is on‑site, full‑time (44 hours per week), and focuses on driving performance, fostering a collaborative culture, and ensuring operational excellence.

Key responsibilities

• Lead a team of frontline associates, aligning daily activities with operational goals and performance targets.
• Provide coaching, mentorship, and continuous development opportunities for team members.
• Apply BPO and retail expertise to improve processes, efficiency, and service quality.
• Define, monitor, and report on key performance indicators (KPIs) to track team success.
• Conduct regular performance reviews, delivering constructive feedback and recognition.
• Promote a positive, inclusive, and customer‑centric team culture.
• Facilitate open communication, innovation, and shared ownership of results.
• Collaborate with internal departments and stakeholders to ensure seamless service delivery.

Required profile

• Minimum 3 years of experience in a BPO environment, preferably within retail operations.
• Proven ability to lead teams and achieve performance targets.
• Strong interpersonal, communication, and conflict‑resolution skills.
• Problem‑solving mindset and adaptability in a fast‑paced setting.
• Familiarity with retail industry trends and customer‑experience strategies.

Required skills